The system, vCRM has been set up to handle not only complaints but also all kinds of requests, ideas and comments.

The vCRM is based on, and can be accessed via, the Internet (including public access terminals). This guarantees instant interaction, quick response and enhanced transparency in dealing with issues raised by the citizens.

The system features coordinated treatment of issues, i.e. a single progressive case number facilitates inter-departmental cooperation; identification of parallel cases, i.e. same files for similar complaints; location-independent availability of information; digital procession of all data and documents and electronic workflow; usability for handicapped users; and, multi-lingual capacity for minority users.

Impact:

In 2001 there were about 1,000 cases handled via the vCRM per month. In 2003 that average increased to 4,000 cases.

The system shortened the case processing time from the average of 12.8 days/file to 7 days/file (reduction ca. 42 %). It has integrated15 departments, 97 vCRM groups, and 330 institutional users.